CONTENTS

S.no Detail
CHAPTER-1 INTRODUCTION
CHAPTER-2 REVIEW OF
LITERATURE
CHAPTER-3 RESEARCH
METHODLODEY
CHAPTER-4 DATA REDUCTION,
PRESENTATION AND
ANALYSIS

CHAPTER-5 DATE INTERPRETATION

CHAPTER-6 FINDINGS &

CONCLUSIONS.
QUESTIONNAIRE
BIBLIOGRAPHY

Page 1 of 39
 JK TYRES
STR
“Analysis of Customer Satisfaction”
Chapter-1
Introduction

Page 2 of 39
Introduction:
INTRODUCTION TO BUSINESS
All creative human activities relating to the production of goods and service for satisfying human
wants are known as " BUSINESS " it is also a gainful procedure through which individuals and
groups exchange goods and services. Human activities may be categorizing as economic and non-
economic. Economic activities are related to the production of wealth. Every human being under takes
same kind of work with a view to earn his living. All these activities create utilities. Non-economic
activities are not under taken with economic matinees, they may be in the form of social service tic,
the element of profit, which is prevalent in economic activities, distinguishes them from noneconomic
activities.
In today’s world of intense competition and rapid dynamism, all the companies worldwide
are tuning their focuses on the customer. Suddenly, the customer had succeeded in capturing
all the attention of the companies towards him, so much so, that the once famous maxim,
“customer is the god” has become so true and relevant today. There has been a “paradigm
shift” in the thinking of these companies and none other than the customer has brought this
about.
PRESENT BUSINESS ENVIRONMENT
:In the light of globalization and privatization became more complex GATT agreement and evolution
of World Trade Organization had change the World’s economic picture tremendously. Developed
country's dumping the products to the developing countries consequently most of the industry's in the
developing and in poor countries are became absolute several indigenous industries are searching to
self-defines measurement.
Segmentation is taking place with regard to all products multiple channels of distribution are
replacing single channels. The good products are being passed through various intermediates before
they are finally reaching the consumer. Marketing intermediaries are playing vital role in the smooth
distribution of goods from manufacture to the consumer. Advertising has become compulsory through
they have become costly. Markets are not restricted to, as peek market is existing throughout the
country even in foreign countries also. All these have made the companies to change their attitudes
and they of operations.
Earlier there was a seller’s market, since goods and services were in short supply and the sellers use to
call the shots. But, ever since the advent of the era of globalization, there has been total
transformation in the way the customers being perceived. Today, marketers are directing their efforts
in retaining the customers and customer’s base. Their focus has shifted towards integrating the three
elements people, service and marketing.

The customer’s importance has assumed imponderable proportions in today’s world, because of the
inherent value that the customers demand. A customer can “make or break” a company. It is the
responsibility of every company to see that all its customers are equally satisfied with them, for one
single dissatisfied customer will tell at least nine others about the dissatisfaction and will spark off a
chain reaction and spell doom for that company. In such scenario, retention of the existing customers
assumes diabolical proportion. Research has thrown light on some important aspects of customer’s

Page 3 of 39
retention it has been proved empirically that acquiring new customers can cost five times more than
the cost involved in satisfying and retaining current customers.

In the past, the customers was taken for a ride, as there were not many players in the fields, not much
importance was attached to product safety, quality, service and product appeal. The attitude of the
manufacture was that of “caveat – emptor”. Thanks to the government policies on liberalization,
globalization and privatization (LPG), the market scenario has changed today. Today, the customer
has a host of defence mechanism like the customers protection laws, regulation of the government, the
powerful hands of the organization, customers‟ courts, switching to substitute or competitors that
offer at competitive prices, etc. The maxim,” caveat – emptor” has been replaced by “caveat vendor”

.
In the past, after sales service was consider as a cost centre, Companies were lethargic in attending to
customers complaints. Availability of trainee service personal and quality genuine spare parts posed
serious problems. However, with the rising competition, there could not be much product
differentiation, as price and quality were comparable and latest technology was to each and every
company in the field. Since, there could not be much differential a tangible asset, the companies
concentrated on the “intangible assets”, namely the “service factor”, which served as a major
differentiator. Today after sales service is an important aspect of every company, and it is no more
considered as a cost centre, but considered as a profit centre. Every organization strives hard to retain
its existing customers at any cost since it is five times costly to get a new customer, then to retain an
existing customer. Most of the industries today use of information technology to best services to their
customers.

Page 4 of 39
JK Tyre & Industry

Chairman & Managing Director: Raghupati Singhania

Independent Director: Arvind Singh Mewar
Independent Director: Bakul Jain
Managing Director: Bharat Hari Singhania
President &Director: Arun K Bajoria
Independent Director: KalpataruTripathy
Independent Director: Vimal Bhandari
Vice President &CS: P K Rustogi
Independent Director: Wolfgang Holzbach
Director: Sunanda Singhania
Independent Director: ShreekantSomany
Whole-time Director: Anshuman Singhania
AUDITOR: S S Kothari Mehta & Co
IND NAME: Tyres
HOUSE NAME: Singhania Hari Shankar

About tyre industries in India: -

The origin of the Indian Tyre Industry dates back to 1926 when Dunlop Rubber Limited set up the
first tyre company in West Bengal. MRF followed suit in 1946. Since then, the Indian tyre industryhas
grown rapidly. Indian Tyre Industry now provides direct and indirect employment to nearly 1 million
persons, including dealers, sub dealers, growers of Natural Rubber, employment in raw material
sector etc. A vast majority of dealers handle multi-brands of tyres. Tyre companies also have
exclusive retail distribution outlets.
Indian tyres are meant, and expected to perform, under different and extreme road conditions. Indian
Tyre companies also follow a unique warranty system whereby pro-rata adjustment is given for
manufacturing defects through the dealers. The Indian tyre industry has become one of the most
competitive markets in the world and with the help of new technology, ultra-modern production
facilities and availability of raw materials at lower rate, the sector is set to grow further.
Nature of the Industry: - Tyre Industry is highly raw-material intensive. Raw materials cost accounts
for approx. 63% of tyre industry turnover and 72% of production cost. The industry is a major
consumer of the domestic rubber market. Natural rubber constitutes 80% while synthetic rubber
constitutes only 20% of the material content in Indian tyres, 62% of total Natural Rubber consumption
is by the Tyre Sector, balance by rubber based non-tyre industries. Interestingly, worldwide, the
proportion of natural to synthetic rubber in tyres is 30:70.
Tyre Export: -
Indian tyres have good acceptance in global markets. Compounded Average Growth Rate (CAGR) of
tyre exports in the last one decade has been 8%. Exports to over 65 countries worldwide. 17% export
to highly quality conscious US market. Other major export markets are - (countries in) Latin America;
UAE, Bangladesh, Iran, Philippines, Vietnam, etc. Over 20% of truck and bus tyres (bias) produced
domestically are exported. Emphasis now is on export of radial tyres, including Passenger Car radial
tyres. All large tyre companies are exporting as a long-term commitment.

Page 5 of 39
Company Profile

JK Tyre & Industries Ltd. (JKTYRE) - Company History

JK Tyre & Industries Ltd is one of the leading automotive tyre manufacturers in India. The company
is engaged in manufacturing of automobile tyres, tubes and flaps. They manufacture Radial and Bias
4-wheeler tyres for trucks, buses passenger cars, LCVs, tractors etc. They sell their products under the
brand name 'JK Tyre'. They have four plants located in Rajasthan, Madhya Pradesh and Karnataka.
The company has 134 sales, service and stock points located throughout the country. They have over
3,500 dealerships across India. The company's customer base covers virtually the entire Original
Equipment Manufacturers in India together with Replacement Market for four-wheeler vehicles,
Defence and State Transport Units. Besides India, they have a worldwide customer base in over 45
countries across all six continents.

JK Tyre & Industries Ltd was incorporated in the year 1951 as a private limited under the name JK
Industries Pvt Ltd. Until March 31, 1970, the company was engaged in the managing agency business.
Thereafter the company decided to undertake manufacturing activities and obtained a letter of intent
in February 1972 for the manufacture of automobile tyres and tubes. The company name was changed
into JK Industries LTD with effect from May 24, 1974 consequent upon conversion of the company
into a public limited company.

In the year 1974, the company entered into a technical collaboration with General Tire International
Co, USA, a subsidiary of General Tire & Rubber Co, USA for technical services and sales agreement
for the supply of technical know-how engineering and documentation for operational facilities. In the
year 1989, the company introduced several new patterns and sizes of tyres including a semi-lug Nylon
Truck tyre. In the year 1991, the company set up Ban more Tyre Plant with a capacity of 5.7 lakh
tyres per annum. They launched radial tyres for tractors.

In the year 1992, the company's international division expanded their activities by opening their
office in Moscow. In addition, they set up a Research and Development centre at HASETRI. In the
year 1993, they introduced new radial tyres namely, Brute and Ultipma and in the next year, they
launched 'Jet Track-39' to meet the need of the heavy load market. In June 1997, the company

Page 6 of 39
acquired 51% stake in Vikrant Tyres Ltd from Karnataka Government. They launched India's first H-
Rated tyre. During the year 1998-99, as per the Scheme of Arrangement between the company and JK
Drugs & Pharmaceuticals Ltd, the pharmaceutical undertaking of the company was transferred to and
vested in JK Drugs & Pharmaceuticals Ltd with effect from appointed date July 1, 1996. During the
year 2002-03, as per the Scheme of Arrangement and Amalgamation between the company, JK Agri,
JK Sugar and Vikrant Tyres Ltd, the agri-genetics undertaking of the company was transferred to JK
Agri, the sugar undertaking was transferred to JK Sugar and Vikrant Tyre Ltd was amalgamated with
the company. During the year 2004-05, the expansion of capacity of Truck/ Bus Radials by 50% was
completed. In addition, the expansion of the passenger radial capacity was completed. In December
2006, as per the Scheme of Arrangement and De-merger between the company and Netflier
Technologies Ltd (name since changed to NetflierFinco Ltd), the business of holding and dealing in
investments and some other assets and properties of the company and liabilities and obligations
thereof stood transferred to and vested in NetflierFinco Ltd. In addition, Hansdeep Investment Ltd,
Hidrive Finance Ltd, Panchanan Investment Ltd and Radial Finance Ltd ceased to be the subsidiaries
of the company.

During the year 2006-07, the company introduced a new tyre, offering high mileage 'Jet One' and
launched new Semi-Lug and Rib pattern Truck Radial tyres. They also diversified into Special
Application Tyres and commenced their exports. In order to capture the brand 'JK Tyre' and their
value in the name of the company, they changed their name to JK Tyre & Industries Ltd with effect
from April 2, 2007. The company entered into an arrangement with BEML for supply of OTR tyres
on a long-term basis. In June 2008, the company acquired the controlling interest in EmpresasTornel,
S A de C V (Tornel), a company incorporated under the laws of Mexico, by acquiring 100% of their
equity capital for a consideration of USD 28.75 million.

Tornel has three tyre manufacturing plants in Mexico with a combined capacity of 6.6 million tyres
per annum During the year 2008-09, the company doubled the capacity of Truck/Bus Radial plant to
8.00 lakh tyres from 3.67 lakh tyres per annum at an estimated project cost of Rs 315 crore. This has
further strengthened JK Tyre's commanding position in the fast-growing Truck/Bus segment. The
company has undertaken a project for substantial expansion of their OTR tyre capacity at a capital
outlay of Rs 120 crore, which is expected to be completed by 2010.

Page 7 of 39
 Objective of Studies
 Our primary objective is to analyse the market.
 To know and study the strength of the company.
 To know the weakness of the company and find ways to overcome those weakness.
 To know the emerging opportunities.
 To know the threats the company, have from other leading companies.

Strengths
 Strong brand image
 Being quality oriented rather than quantity oriented
 Large product width & line (product mix)
 Economies of scale due to optimum capacity utilization
 Very large distribution channel
 Collaboration with Vikrant Tyres, known for their technological superiority, bringing
together performance, economy, durability & comfort.
 Strong Financial position

Weakness
 Less Brand awareness.
 Less concerned about small car segment.

Opportunities
 An enthusiastic workforce and growing middle class population.
 High growth potential for its exports, especially in Europe.

Threats
 Entry of new player with newer and better technologies in small car tyre segment.
 So many close competitors like Apollo, Birla, Ceat,Modi, Kaizen etc.

Page 8 of 39
 CHAPTER-2
Objectives of Company

Page 9 of 39
Objective of company;
The main quality objective of the company is to attain global standards through the continuous
improvement in the quality of products and services and also to maintain market leadership. Goal: -
The main goal is to optimistic and continue to make investments in our existing plants to increase
overall revenue and share. Their products continue to be the preferred choice of the customer even
though many options are available in the market. They are the first Indian company to supply aircraft
tyres to the Indian defence, joining the league of select global companies who have the expertise to
manufacture these tyres. Operations continue to be profitable and plans are afoot to increase its
revenue further.

JK Tyre –The Growth Journey

Page 10 of 39
Organizational Structure: -

Marketing Strategies: -
Analysis of 4 P’s Product: - Product is an engine of vehicle of the company for providing consumer
satisfaction. The product is most important conversion by which any firm can prove its efficiency
intention of quality product is a symbol of the business firm product is centre point around which all
the activity of the business. JK Tyre - one of the leading tyre manufacturers in India that provides best
tyres with an array of products including car/bus/truck tyres. JK Tyre & Industries Ltd, pioneers of
radial tyres in India, showcased their formidable new product range covering different product
segments-Passenger Cars, Truck, Light Commercial Vehicle and Farm Radials at this year’s.

Page 11 of 39
Price: -
The price is the amount a customer pays for the product. It is determined by a number of factors
including market share, competition, material costs, product identity and the customer's perceived
value of the product. The business may increase or decrease the price of product if other stores have
the same product.

Place: -
Place represents the location where a product can be purchased. It is often referred to as
the distribution channel. It can include any physical store as well as virtual stores on the
Internet.

Page 12 of 39
Promotion: -
Promotion represents all of the communications that a marketer may use in the marketplace.
Promotion has four distinct elements - advertising, public
relations, and word of mouth. Word of mouth is any apparently informal communication about the
product by ordinary individuals, satisfied customers.

Competitors of JK Tyre: -

Page 13 of 39
 Literature Review
Customer satisfaction
In a competitive marketplace where businesses compete for customers, customer satisfaction is seen
as a key differentiator and increasingly has become a key element of business strategy.

Measuring customer satisfaction

Organizations are increasingly interested in retaining existing customers while targeting
noncustomers; measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state
of satisfaction will vary from person to person and product/service to product/service. The state of
satisfaction depends on a number of both psychological and physical variables which correlate with
satisfaction behaviours such as return and recommend rate. The level of satisfaction can also vary
depending on other options the customer may have and other products against which the customer can
compare the organization's products.
Because satisfaction is basically a psychological state, care should be taken in the effort of
quantitative measurement, although a large quantity of research in this area has recently been
developed. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998 defined ten
'Quality Values' which influence satisfaction behaviour, further expanded by Berry in 2002 and
known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value,
Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line
Service Behaviours, Commitment to the Customer and Innovation. These factors are emphasized for
continuous improvement and organizational change measurement and are most often utilized to
develop the architecture for satisfaction measurement as an integrated model. Work done by
Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides the basis for the
measurement of customer satisfaction with a service by using the gap between the customer's
expectation of performance and their perceived experience of performance. This provides the
measurer with a satisfaction "gap" which is objective and quantitative in nature. Work done by Cronin
and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by
Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of
performance) into a single measurement of performance according to expectation. According to
Garbrand, customer satisfaction equals perception of performance divided by expectation of
performance.
The usual measures of customer satisfaction involve a survey with a set of statements using a Likert
Technique or scale. The customer is asked to evaluate each statement and in term of their perception
and expectation of performance of the organization being measured.

Improving Customer Satisfaction

Published standards exist to help organizations develop their current levels of customer satisfaction.
The International Customer Service Institute (TICSI) has released The International Customer Service
Standard (TICSS). TICSS enables organizations to focus their attention on delivering excellence in
the management of customer service, whilst at the same time providing recognition of success through
a 3rd Party registration scheme. TICSS focuses an organization’s attention on delivering increased
customer satisfaction by helping the organization through a Service Quality Model.
TICSS Service Quality Model uses the 5 P's - Policy, Processes, and People, Premises,
Product/Services, as well as performance measurement. The implementation of a customer service

Page 14 of 39
standard should lead to higher levels of customer satisfaction, which in turn influences customer
retention and customer loyalty.

Page 15 of 39
 CHAPTER-3
RESEARCH METHODOLOGY

Page 16 of 39
Research Methodology of the study and Data Collection.
Data Collection: - Sample Area Sample size was collected from South Delhi, Faridabad,
NCR region, North Delhi. And the customers, I had to mailed them the questionnaires and
meet some of them personally and ask them to provide their response to questioner.

A.) Primary Interview

Personal Interview (Unstructured0)
Survey through questionnaires.

B.) Secondary Source

In regards to know the company history and information, its market share competitors for
that use the secondary data source. i used the official website of JK Tyre for collecting
this all information other website as well which provide some other information about the
company and competitors. And use the company magazine for knowing about the
company events, awards and know about upcoming products.

Methodology
The data for the present study was collected from 20 dealers and 32 customers in Delhi. The
research instrument used in collecting primary data was a Questionnaire. The questionnaire
was prepared on the basis of information gathered from mentor and sales officer of the
company. The analysis of the information gathered has been made on the basis of the
clarifications sought during the personal discussions with concerned people and perception
during the personal visits to the important areas of services. The collected data are analysed
on the basis of percentage methods and presented through graphs.
Research Comprises collecting, organizing and evaluating data; making conclusion; and at
last carefully testing the conclusions.
In short, the search for knowledge through objective and systematic method of finding
solutions to a problem is research.
The methodology adopted for conducting the survey is first collection of data from various
sources including personal interview. 35 advisors are taken by simple random sampling
method out of which 20 filled the questionnaires completely.
Then after scanning and properly analysing and interpreting the information available on
hand, a final report will be prepared.
RESEARECH DESIGN- Descriptive research
SAMPLING DESIGN- simple random sampling method
DATA TYPE- Primary data
The Method used by me is Survey Method as the research done is Descriptive Research.
RESEARCH INSTRUMENTS – Selected instrument for data collection for survey is
questionnaire
SAMPLE SIZE – 20 advisors
Sample Area – Sanjay Gandhi Narag, Ashok Vihar, Mangolpuri.

Page 17 of 39
 DATA ANALYSIS
AND
INTERPRETATION
CHAPTER-4

DATA ANALYSIS AND INTERPRETATION

Page 18 of 39
Data Analysis:
I have conducted marketing survey on 20 customers to analysis their satisfaction level, for
this purpose I have prepared a questionnaire to collect the information from them. Among
these
20 customers, only some of them responded as per that now we will see the analysis of the
collected data.

NEED AN IMPORTANCE OF THE STUDY OF CONSUMER BEHAVIOR:

In olden days, the importance of consumer's behaviour was not realized because it was sellers’
market. But modern marketing is consumer oriented, therefore the study of consumer behaviour is
vital in framing production policies, decisions regarding channels of distribution, and all above
decisions regarding sales promotions. The study of consumer behaviour gives a great and keen
interest as a consumer, as a marketer and as a student. As a consumer we benefit from the study
related to consumer consumption decisions and trends. Such as what we buy, when we buy, where we
buy, why we buy and how we buy.
As a student to know the consumer behaviour it is important for use to know the internal and external
forces, that implies consumers to act in certain consumption related decisions.

1. The following tables shows the factors which motivated the customer to purchase the

Page 19 of 39
“JK TYERS”

FACTORS CUSTOMERS
Friends 3
Brand Image 4
Advertisement 4
Relatives 3
Self-Decision 6
Total 20

Interpretation:
The above table & graph shows that:
A. 3customers have purchased JK Tyres by their own decision.
B. 4 customers have purchased JK Tyres by their Friends recommendation.
C. 4 customers have purchased JK Tyres by its Brand Image.
D. 3 customers have purchased JK Tyres on the basis of Advertisement.
E. 6 customers have purchased JK Tyres on their Relatives recommendation.

Page 20 of 39
2. The following tables shows the level of satisfaction of customer need/purpose of
purchasing “JK TYRES”

FULLY SATISFIED 7
SATISFIED 6
DISSATISFIED 5
FULLY DISSATISFIED 2
TOTAL 20

Interpretation:
The above graph shows that:
45 % of people are fully satisfied with the purchase of JK tyres.
35 % of people are just satisfied with the purchase of JK tyres.
13% of people are dissatisfied with the purchase of JK tyres.
7 % of people are fully satisfied with the purchase of JK tyres.

3. As compare to other tyres the “MRF TYRES” are rated as below.

A) Price of Tyres

STRONGLY SATISFIED 6
SATISFIED 7
NOT SATISFIED 4
FULLY NOT SATISFIED 3
TOTAL 20

Interpretation:
30 % of customers are strongly satisfied with the price of JK tyres.
35 % of customers are satisfied with the price of JK tyres.

Page 21 of 39
21 % of customers are not satisfied with the price of JK tyres.
14 % of customers are fully not satisfied with the price of JK tyres.

B) Quality Of Tyres:
Strongly Satisfied 9
Satisfied 6
Not Satisfied 4
Fully Not Satisfied 1
Total 20
Interpretation:
45 % of customers are strongly satisfied with quality of the tyres.
30 % of customers are satisfied with quality of the tyres
16 % of customers are not satisfied with quality of the tyres
9 % of customers are fully not satisfied with quality of the tyres.
C) Durability of Tyres

Strongly Satisfied 9
Satisfied 7
Not Satisfied 3
Fully Not Satisfied 1
Total 20
Interpretation:
45% of customers are strongly satisfied with durability of tyres
32%of customers are satisfied with durability or tyres
14%of customers are not satisfied with durability or tyres
9%of customers are fully not satisfied with durability of tyres.
D) Performance of Tyres:

Strongly Satisfied 8
Satisfied 7
Not Satisfied 3
Fully Not Satisfied 2
Total 20
Interpretation:
42%of customers are strongly satisfied with performance of tyres
35% of customers are just satisfied with performance of tyres
14% of customers are not satisfied with performance of tyres
9% of customers are fully not satisfied with performance of tyres
E) Mileage of Tyres:

Strongly Satisfied 9

Page 22 of 39
 Satisfied 6
Not Satisfied 3
Fully Not Satisfied 2
Total 20

Interpretation:
48% of customers are strongly satisfied with the performance of tyres
30% of customers are only just satisfied with the performance of tyres
13% of customers are not satisfied with the performance of tyres
9% of customers are fully not satisfied with the performance of tyres

5) The following tables show the customer opinion about “JK TYRES”.

Fully Satisfied 5
Satisfied 9
Not Satisfied 4
Fully Not Satisfied 2
Total 20

Interpretation: As per the above chart it shows the details:

28 % of customers are fully satisfied
42 % of customers are satisfied
17 % of customers are not satisfied
13 % of customers are fully not satisfied

Page 23 of 39
6) The following table’s shows the behaviour of the showroom people while taking quotations or
purchasing the “JK TYRES”.

Very Friendly 7
Friendly 8
Not Friendly 2
Don’t Know 3
Total 20

Interpretation:
34 % customer say that the behaviour of showroom people while taking quotation or purchasing JK
tyres were very friendly.
44 % customer says that the behaviour of showroom people was friendly
9 % customer says the behaviour of showroom people not friendly
13 % customer says the behaviour of showroom people – don’t know
7) The following table shows the customers opinion about service charges in show room.

Very Reasonable 6
Reasonable 9
Costly 3
Very Costly 2
Total 20

Page 24 of 39
Interpretation:
30 % of customers said that service charges are very reasonable.
42 % of customers said that service charges are reasonable.
16 % of customers said that service charges are costly
12 % of customers said that service charges are very costly
8) The following tables show why customer prefers “JK TYRES”
Quality 8
Price 5
Service 4
Durability 3
Total 20

Interpretation:
38 % customers prefer the JK tyres due to the good Quality
24 % customers prefer the JK tyres due to the reasonable price
22 % customers prefer the JK tyres due to its durability
16 % customers prefer the JK tyres due to its service

Page 25 of 39
9) The following tables shows the problems faced by customers while purchasing “JKTYRES”

Lack of information 5
Non-co-operation of show room people 1
Delay 4
No problem 10
Total 20

Interpretation:
22 % customer faced the problem due to lack of information
07 % customer faced the problem due to non-cooperation of show room people
17 % customer faced the problem due to delay
54 % customer faced no problem

Page 26 of 39
CHAPTER V

Page 27 of 39
 FINDINGS
1) 31% of customers have purchased on their own decision. They have decision
on the basis of experience and some customers have taken after making
comparison with other tyres. Hence it reveals that customers are satisfied with
“JK TYRES”
2) Majority of customers means 45% are satisfied with the fulfilment of them need/purpose.
3) Only 30% of customers are fully satisfied with price of the tyres about 21%
are not satisfied and 14% of customers are fully not satisfied with the price.
4) About 45% of customers are fully satisfied,30% of customers are only just
satisfied and 16% are not satisfied with the quality.
5) About 45% of customers are satisfied with durability of tyres, and 14% are not
satisfied with durability.
6) About 42% of customers are fully satisfied with the performance of the tyres,
and only 14% are dissatisfied.
The customers are having a very good opinion about the JK TYERES”
about 28% are strongly satisfied with its performance, and only 17% are not satisfied with
performance.
⇒ The customers are having very good opinion about the behaviour of showroom
people about 44% of customers are saying they are friendly and only 13% are don’t know.
⇒ The service charges are very reasonable in the view of about 43% of
customers and about 11% of customers believe that the service charges are
costly.
⇒ Majority of customers are fully satisfied with the “JK TYRES”

Page 28 of 39
 SUGGESTIONS
SUGGESTIONS TO SHOWROOM:
1) Showroom must recruit well qualified and skilled labours that care about the customer. It will
abolish the problem of unskilled and poor-quality service.
2) Showroom employees and workers should maintain friendly relation with every customer.
3) Showroom should provide the remoulding system to the existing customers.
4) Showroom should maintain tyres, tube, air compression machines etc, which are needed to
the customer at any time.
5) Always adopt the improvement of servicing system and keep the showroom in good
conditions.

SUGGESTIONS TO COMPANY:
1) The company should reduce the price of their products.
2) Improve the distribution network and make available the products in needed time of
customers.
3) Company always keeps some prizes and gifts to attract the customers.
4) The products should advertise in the Regional TV channels and in leading newspaper must.

Page 29 of 39
CHAPTER VI

Page 30 of 39
 CONCLUSION
According to the study I conclude that the JK TYRES company satisfies the customer need and the
purpose, but only problem is with the service given to the customers by the showroom.
So, as per study in my opinion based on project I can say that JK TYRES should think about the
service provided by showrooms in order to capture the maximum market segment.
According to Gandhi Nagar Transportation Area the market is vast almost the whole district
customers and other new people purchase the JK Tyres because it is old brand running tyres in
market.
It was really a nice experience to do project on JK tyre entering in two-wheeler segment and work
with Parinay Gausain. That is really good.
In my report I have research on an “Analysis of Dealer and Customer Satisfaction”.
Customers’ demands are less of JK Tyre in a compared to other tyre industries because due to less
advertisement activities in compare of other tyre industries.
Almost people demand the JK Tyres comparing to other company tyres.
Company provide more advertisement and always keep customers need with development of JK
Tyres.
Most of the Dealer are not very happy with JK Tyre because they say improve a quality and increase
branding activities.
Summer internship has helped me to gain the knowledge about the Tyre sector as well as channel
sales methodology.

Page 31 of 39
 Learning and Experience
Learning forms an important part is a student’s life. Each and every opportunity provided should be
utilized for betterment of one’s career. Throughout my summer internship of 4 weeks, I was able to
get a valuable exposure of the corporate world. The major learning’s were:

1) Professional attitude towards work

2) Sincerity of completion of work assigned
3) Punctuality of time
4) Know about tyre industry dealer and customer.
5) Know the Basic of tyre marketing.
6) Familiar with tyre Dealers are of Delhi.
7) Learn about basics of two-wheeler tyre
8) Understand the Customer and Dealer Demand Pattern.
9) To communicate well with Dealers about the sale schemes, price of the products, commission etc.

Page 32 of 39
 SUGGESTIONS
1. The respondents feel that to improve the JK tuber quality change the manufacturing style and more
grips on the tyre.
2. Try to increase the availability of tyres and try there be no defect in perforation of the tyre.
3. Price of the JK tyre is higher when comparing to other brands so it is suggested that necessary steps
must be taken to reduce the price.
4. It is advised to more advertising for creating more awareness in the consumers for increasing sales.
5. The company has to take necessary steps to prevent the duplication in rural areas.
6. Increase a greater number of dealers to extend the JK tyres business in rural areas.
7. The credit policy of the company is also to be liberalized to motivate the dealers.

Page 33 of 39
 Awards and Achievements

1)JK Tyre Awarded at Global Tyre Expo - Powered by TIA (Tyre Industry Association) at SEMA
(Specialty Equipment Market Association Show) in Las Vegas. Dr. Raghunath Singhania inducted
into “TIA Hall of Fame 2015” Honoured for his distinguished & exemplary service towards growth &
development of Tyre industry.
2)JK Tyre achieve a 3rd Asian to receive this coveted award in last 30 years.
3)JK Tyre achieve a Performance Excellence Award to Dr. R P Singhania for “Outstanding
contribution to the growth of Industry and remarkable commitment to society” by India Institution of
Industrial Engineering.
4)TPM Consistency Award 2015” by Japan Institute of Plant Management (JIPM) – JK Tyre &
Industries Limited, Vikrant Tyre Plant, Mysore.

Page 34 of 39
Cards of Dealers

Page 35 of 39
 BIBLIOGRAPHY
1) www.google.com
2) www.wikipedia.com
3) www.slideshare.com
4) http://www.htmlpublish.com/newTestDocStorage/DocStorage/17e2e05c65e
c4a5d9ce8abbd87896b05/SH-2015-Q3-1-ICRA-Tyres.rtf
5) http://www.atmaindia.org/production-export-trend.html
6) http://www.mrftyres.com/services/tyretok
7) https://www.google.co.in/forms/about/
8) http://www.jktyre.com/productselector.aspx

Page 36 of 39
 QUESTIONNAIRE/FEEDBACK
“Customers Satisfaction towards JK Tyres India” QUESTIONNAIRE
Dear Sir/Madam,
(Please tick ( ) appropriate answer in the box / space)

I. Customer Introduction:
a. Name : _____________________________________________
b. Address : _____________________________________________
_____________________________________________
c. Occupation / Job: _____________________________________________

II. Which factors motivated you to purchase “JK TYRES”?

A: Friends [ ]
B: Brand Image [ ]
C: Advertisement [ ]
D: Relatives [ ]
E: Self decision [ ]
F: Others [ ]

III. To what extent the “JK TYRES” has satisfied your purpose / need?
A: Fully Satisfied [ ]
B: Satisfied [ ]
C: Dissatisfied [ ]
D: Fully Dissatisfied [ ]

IV. As compare to other tyres how do you rate the following characteristics of your
“JK TYRES”
Characteristics EXCELLENT VERY GOOD GOOD Average
Price
QUALITY
DURABLE
PERFORMANCE
MILEAGE

Page 37 of 39
V: What is your opinion about “JK TYRES”?
A: Excellent [ ]
B: Very Good [ ]
C: Good [ ]
D: Bad [ ]

VI: what was the behaviour of show room people while taking quotations or while
Purchasing “JK TYRES”?
A: Very Friendly [ ]
B: Friendly [ ]
C: Not-Friendly [ ]
D: Don’t Know [ ]

VII: What is your opinion about “service charges” in the show room?
A: Very Reasonable [ ]
B: Reasonable [ ]
C: Costly [ ]
D: Very Costly [ ]

VIII: Why did you prefer “JK TYRE”?

A: Quality [ ]
B: Price [ ]
C: Service [ ]
D: Durability [ ]

IX: What problems faced while purchasing “JK TYRES”?

A: Lack of information’s [ ]
B: Non co-operations of show room peoples [ ]
C: Delay [ ]
D: No problem [ ]

X: Give your valuable suggestions to improve “JK TYRES”?

A: __________________________________________________
B: __________________________________________________
C: __________________________________________________

Page 38 of 39
Page 39 of 39